The current pandemic has caused many businesses to embrace digital transformation to provide products and services online, thus bringing their offerings directly to the customers. As a result, many companies and entities in Malaysia are now more open and ready to explore a new business opportunity post COVID-19: digital banking.
Customer centricity is key for a successful digital banking business in Malaysia
One way to develop a successful digital bank is by becoming a bank that a customer can trust.
Accelerated by the pandemic, a new type of consumer has also emerged globally – one more advanced in their use of digital technologies and more thoughtful and selective in their decision-making. Digital banks can be the main beneficiaries through focusing on customer value propositions and developing a customer-value concept. This can be divided into 3 key themes:
It is important for digital banks to employ a customer-first mindset to focus on the digital enablement of their customers.
Learn more about how this can be done by accessing our report.